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All Journal International Journal of Global Accounting, Management, Education, and Entrepreneurship (IJGAME2)
Septy Agil Sejati
Muhammadiyah University of Surakarta
Economics, Econometrics & Finance Education Social Sciences

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THE EFFECT OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN USERS OF J&T EXPRESS SERVICE IN THE SURAKARTA Septy Agil Sejati
International Journal of Global Accounting, Management, Education, and Entrepreneurship Vol. 3 No. 2 (2023): International Journal of Global Accounting, Management, Education, and Entrepre
Publisher : Sekolah tinggi ilmu ekonomi pemuda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48024/ijgame2.v3i2.77

Abstract

This study aims to analyze the effect of service quality (X) and customer satisfaction (Z) on customer loyalty (Y) for J&T Express service users in the Surakarta Residency. The population in this study were J&T Express service users in the Surakarta Residency and obtained a sample of 90 respondents using the Purposive Sampling technique. The data collection method uses a questionnaire and is processed using Partial Least Square (PLS) analysis with SmartPLS 3.0 software. The results of this study indicate that service quality has a significant positive effect on customer satisfaction, customer satisfaction has a significant positive effect on customer loyalty, service quality has a significant positive effect on customer loyalty, and service quality has a significant positive effect on customer loyalty mediated by customer satisfaction.
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